Your complete guide to surviving and thriving as a Help Desk practitioner
Help Desk Practitioner's Handbook
The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter.
Customer Reviews & Comments
I found this to be a concise reference manual that will benefit any Help Desk Analyst. It provides information on Help Desk operation aimed specifically at the analysts who staff your Help Desk. Its full of tips, examples, and case studies, while teaching skills in effective listening and problem solving that every analysts needs. I have made this mandatory reading for my Help Desk staff.
